Role-Playing Scenario #1 – The Impa ent Customer

A customer ordered a product online, and they s ll haven’t received it a er the expected delivery
date. The customer is irritated and demanding a refund. While the late delivery might not be your
fault, and the customer’s a tude might trigger defensiveness, so the important thing to do is to
apologize and assure them that you’re working on resolving the issue. A perfect way to resolve the
situa on is to o er a discount on the next order or free shipping to the customer. For
example:Customer: To whom it may concern, I ordered a product 2 weeks ago, and it was
supposed to turn up 3 days ago. What’s going on?

1. Thank you for calling webhelp /shopee .this is [ ] .how can I help you today?

2. Firstly, may I know your details please such as your name, email address and
phone number in order to verify please?
3. My sincerest apologies Mr Adrian. Late deliveries can be a real pain. I assure
you that we’re doing everything possible to resolve this issue for you. And as an
apology, we’re happy to give you a 10% discount on your next purchase.
4. Is there anything else I can help you with today?
5. It was a pleasure helping you today Mr Adrian. Thank you for calling and
have a great day ahead.
SCENE 2 -Someone signed up for a one-year trial and added their credit card.
They forgot to cancel before trial ends so they were charged a yearly
subscrip on. Your company doesn’t have an o cial refund policy, but they
are asking for a refund. Your move.
1. Thank you for calling webhelp /shopee .this is [ ] .how can I help you
today?
2. Firstly, may I know your details please such as your name, email address and
phone number in order to verify please.
3. No problem Mr Adriel. The only thing is, it might take some me, as we
don’t have an o cial refund policy. I will get in touch with our payments
pla orm and ini ate a refund on your behalf. Don’t worry, you should get your
money back in seven working days.
4. Is there anything else I can help you with today?.....
5. It was a pleasure helping you today Mr Adriel. Thank you for calling and
have a great day ahead.
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 1. My Account] How do I change/update my phone number?

Can do it Via the Shopee App.

To do so, go to the Me tab via Shopee App > Select ⚙ icon > My Pro le > Phone
> EDIT > Enter new Phone Number > Con nue > Enter Veri ca on Code sent
via SMS > Verify.
2. [Free Shipping] Why can't I get Free Shipping?
-Free Shipping Vouchers are fully claimed or used by other users.
-You have used up all your Free Shipping Vouchers.
-You did not adhere to the voucher's Terms & Condi ons.
-System Error
3. [Order Protec on] What is Shopee Guarantee?
Shopee Guarantee is a feature where payments to sellers are temporarily held
by Shopee for a Shopee Guarantee period, only to be released when buyers
con rm that orders are ful lled and sa sfactory.
This period is calculated based on the seller's Days to Ship (DTS) and Es mated
Delivery Time, which starts from your payment con rma on date.
Example : 2 (Days to Ship¹) + 7 (Es mated Delivery Time²) + 3 (Buyer
Con rma on Time³) = 12 days
Sellers need to ensure that they have shipped the order out within the Shopee
Guarantee period, otherwise the payment will be automa cally refunded to
you when this period ends.

4. When can I apply for a Return / Refund ?

- Did not receive the order
- Received an incomplete product (missing quan ty or accessories)
-Received the wrong product(s) (e.g. wrong size, wrong colour, di erent
product)
-Received a product with physical damage (e.g. dented, scratched, broken)
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 - Received a faulty product (e.g. malfunc on, does not work as intended).

5. [Vouchers] How to Apply Saved Vouchers at Checkout?

All vouchers you saved through campaigns, sellers shop pro le or free
shipping vouchers will be saved in your 'My Vouchers'. You can view all
these saved codes via Shopee App > Me > My Voucher.
When you checkout your order, you will be able to see the Seller
Voucher that you claimed from their store earlier is being applied
automa cally.
And to have even more discount to your order, you can then input
Shopee Voucher and Shipping Voucher as well.
Once you have set all the vouchers correctly, select the relevant
payment method and proceed with the payment.
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